Decision Support System for Assessing Service Quality at Sawah Lebar Community Health Center Using the Weighted Product (WP) Method

Abstract

The quality of healthcare services is a crucial factor in enhancing public satisfaction with the services provided by Community Health Centers (Puskesmas). Puskesmas Sawah Lebar requires a system to assist in assessing service quality in an objective, measurable, and systematic manner. This study aims to develop a Decision Support System (DSS) for evaluating service quality at Puskesmas Sawah Lebar by applying the Weighted Product (WP) method. The WP method facilitates decision-making based on predetermined criteria, enabling the generation of service quality scores and rankings. The criteria employed in this study encompass aspects such as service timeliness, staff friendliness, facilities, responsiveness, and information clarity. Research data were obtained through [questionnaires/interviews/observations] involving service users at Puskesmas Sawah Lebar. Each criterion was assigned a weight based on its level of importance, followed by a calculation process using the Weighted Product method to derive preference values ​​for each alternative. The results indicate that the developed system assists the health center in conducting service quality assessments more rapidly, objectively, and in a structured manner. With this decision support system in place, the assessment results can serve as a basis for evaluation, helping Puskesmas Sawah Lebar improve the quality of services provided to the community.